FAQ

WAS I CHARGED TWICE?

Your credit card will only be charged once after your order ships.

If you just placed your order, what you are seeing on your bank account is an authorization. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear (depending on your bank, usually within 48 – 72 hours.) If you need help speeding up the process, you can contact the issuing bank of your credit card.

Please only click the “Place Order” button once to avoid multiple authorizations.

I GET AN ERROR MESSAGE WHEN I ENTER MY SHIPPING AND BILLING ADDRESSES. WHAT’S GOING ON?
If you are receiving an error message, there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. Please review all information closely and look for any typos. Also, try reformatting the names and addresses in your billing information (this often solves the issue). Special or extra characters are often the culprits in addresses, such as number signs or unnecessary commas.

MY ORDER WON’T GO THROUGH. WHAT SHOULD I DO?
If you still receive an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser. Our website works best in Safari, Firefox and Internet Explorer. Please only click the “Place Order” button once to avoid multiple authorizations. If you continue to receive error messages, please contact Customer Service atcustomerservice@ultimateoutlet.com.
When emailing, please include your full name, address (including zip code), telephone number and order number (if available).

I NEED TO CHANGE SOMETHING ON MY ORDER. HOW CAN I DO THAT?
If you need to cancel your order, please contact Customer Service immediately. We cannot alter shipping addresses once the order is placed, we will be unable to make any changes to your ship to address, after you submit your order.

I JUST PLACED MY ORDER. CAN I ADD ANOTHER ITEM TO IT?
Unfortunately, we cannot add items to an existing order.

I’M UNSURE ABOUT A SIZE OR I HAVE A FIT QUESTION. HOW DO I FIND THIS INFORMATION?
Please see our size chart for general information on sizing. If you still have specific questions about a fit of an item or measurement guidelines, please email our Customer Service department atcustomerservice@ultimateoutlet.com

I’M IN LOVE WITH SOMETHING THAT’S OUT OF STOCK IN MY SIZE! WHAT CAN I DO?
New items can sell out quickly, but we may get more soon! Check back regularly.

Some of our custom jewelry pieces are one-of-a-kind. Because we only acquire one of each item, we cannot always restock specific pieces.

CAN I RETURN ITEMS THAT WERE PURCHASED ON SALE?
All final sale items cannot be returned or exchanged. For our full Return Policy, click here.

HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
Once we have received your package into inventory (with shipping this period is 7 – 10 business days), your account will be credited by your financial institution within 30 business days. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us, this may not always be within our control.

WHEN WILL MY ORDER SHIP?
Most orders ship within 2 – 4 business days of purchase. Shipping times may vary due to availability of merchandise or heavy volume of orders. Orders are not shipped on weekends or holidays, all orders placed on Fridays, will be processed to ship on Monday unless your order is expedited.

WHERE IS MY ORDER CONFIRMATION?
As soon as your order is received by our warehouse, you will receive an order confirmation. Once it ships, you will receive an email confirmation to the email address you entered on your order with tracking information for your package. If for some reason you did not receive an email, please check your spam folder and add Ultimate Outlet@m.Ultimate Outlet.com to your safe sender list.

MY ORDER STATUS SAYS “IN PROCESS.” WHAT DOES THAT MEAN?
“In Process” means that we successfully received your order! Once your order is shipped, you’ll receive a tracking number (if applicable) and your order status will change to “Shipped.”

WHY WAS MY ORDER CANCELED?
Due to an unforeseen event, the item you ordered suddenly became out of stock and is no longer available. These cases are extremely rare. If your order contains additional items, these items will still be shipped to you and the unavailable item will be removed from your order. We apologize for this inconvenience, but wish you to get the remaining items timely.

WHERE IS MY PACKAGE?
Due to agreements with FED-EX and USPS the United States Postal Service will be responsible to deliver any ground package 1lb and under. If your order qualifies we may be unable to send tracking information on your package. If your order is over 1lb, you will receive a notification with your package tracking code from UPS or FED-EX from Ultimate Outlet.com.

DO YOU HAVE INTERNATIONAL CHECKOUT?
We currently ship to select European countries, Canada and of course the continental United States. We do not yet have the ability to ship to Africa, Alaska, Asia, Australia, Eastern Europe, Hawaii, the Middle East, Puerto Rico or South America at this time. We hope to have these shipping ports of call online soon! Prices vary by destination and weight of order.

DO YOU HAVE ANY STORE LOCATIONS?
Yes, on the Internet! We’re an online-only fashion store, which means you can shop with us 24/7 from anywhere in the USA.